Lisa
Front Office and Guest Services Professional
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About
Dedicated and service-oriented Front Office and Guest Services Professional with over five years of progressive experience in the hospitality and customer service industry, gained across leading 5 star hotels. Proven track record of delivering exceptional guest experiences through efficient front desk operations, reservations management, guest relations, problem solving skills, billing, and administrative support. Adept at working in fast-paced, multicultural environments while maintaining professionalism, accuracy, and attention to detail.
Experience
Receptionist - Concord Hotels & Suites - Nairobi, Kenya
(2024-01)
- Managed front desk operations including check-ins, check-outs, and guest services.
- Handled reservations via phone, email, and online platforms.
- Verified payment methods and ensured billing accuracy.
- Coordinated with housekeeping and other departments to ensure guest satisfaction.
- Managed VIP bookings and group reservations.
Receptionist - Qaribu Inn Hotel - Nairobi, Kenya
(2022-06 - 2023-11)
- Processed guest check-ins and check-outs efficiently.
- Managed bookings and guest profiles using Property Management Systems (PMS).
- Upsold hotel services to increase revenue.
- Resolved guest complaints promptly and professionally.
- Maintained a clean and organized front desk environment.
Customer Care Assistant (Contract) - Ruai Family Hospital - Nairobi, Kenya
(2021-02 - 2022-04)
- Welcomed patients and ensured a positive first point of contact.
- Assisted patients in booking specialist appointments.
- Received and managed incoming calls professionally.
- Supported billing processes by assisting with patient registration.
- Collected patient feedback after treatment to improve service delivery.
- Conducted ward rounds to ensure patient needs were met.
- Responded to inquiries regarding hospital services accurately and efficiently.
Front Office Intern - PrideInn Azure Hotel - Nairobi, Kenya
(2020-02 - 2021-01)
- Supported front desk operations and guest services.
- Assisted with guest registration, billing, and cash handling.
- Managed bookings via phone, email, and walk-ins.
- Conducted night audits and prepared financial reports.
- Coordinated with housekeeping to ensure room readiness.
Education
Diploma - Front Office Operations - Kenya Utalii College (2018-09 - 2020-12)
Certificate - Basic Information Technology - KIPS Technical College (2018-05 - 2018-08)
Kenya Certificate of Secondary Education (KCSE) - St. Alberts Girls High School Ulanda (2014-02 - 2017-11)
